Service Desk Analyst - Tier 1 (Weekend)

Yardstick Technologies Inc.

Edmonton

Hybrid

CAD 42,000 - 64,000

Full time

14 days+

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Benefits offered by this job

Competitive Salary

Health, Dental, and Vision Insurance

Retirement Savings Plan with Company 3

Paid Time Off 3 Weeks + Alberta 11 U

Job summary

Yardstick Technologies Inc. is seeking a Service Desk Analyst – Tier 1 to provide weekend IT support for customer requests, troubleshoot incidents, and resolve issues across desktops, printers, and networks.

The role offers a mix of remote Saturday-Sunday work and in-office Monday-Tuesday in Edmonton. You will manage tickets, log incidents, and escalate to senior technicians as needed, with on-call shifts and a fast-paced environment designed to grow your skills in Windows, AD, VPN, and backup

Qualifications

Post-secondary education in Information Technology (preferred but not required).
2 years of PC hardware/software support experience.
1 year of networking, servers, and telecom support.
Strong customer service, communication (verbal and written), and team collaboration skills.
PC hardware setup and repairs.
Remote access troubleshooting.
Print server management.
Windows, Microsoft Office, and common desktop applications.
Active Directory, VPN, storage, and backup technologies.
A+ and ITIL certifications.
Experience with VMWare, Exchange, SQL (preferred but not required).
N+ certification (preferred but not required).

Responsibilities

Provide 1st level IT support and problem resolution to customers onsite and through remote technical support.
Maintain and troubleshoot user desktops, peripherals, mobile devices, printers, and networking hardware.
Prioritize, manage, and resolve end-user incidents, service requests, and other day-to-day tasks.
Log all incidents and end-user requests and resolve or escalat to a senior technician.
Manage ticket queues effectively, including phone calls and emails, ensuring timely escalation of issues as needed.
Participate in an on-call work schedule to provide support outside of regular business hours.
Employee flexibility is required to meet the demands of the business.

Skills

Customer service

Communication

Team collaboration

Remote support

On-site support

Problem solving

Education

Post-secondary IT education

Tools

Windows OS

Microsoft Office

Active Directory

VPN

VMware

Exchange

SQL

N+ certification

A+ certification

Job description

Looking for a workplace that values excellence and simplicity? At Yardstick Technologies , we excel in delivering top-notch solutions while simplifying complex challenges. We listen to our clients and team members, care about your growth, and celebrate every success together. Join us and make a real impact!

Our Story:

Yardstick Technologies, founded in 2008, leads IT outsourcing for small and medium businesses in Western Canada. We help businesses make smart technology decisions to further their strategies. Our fixed-fee services include managed IT solutions, cloud computing, Backup and Disaster Recovery, IT strategy, and consulting. We believe technology should help your business “WIN” and be part of a greater vision. Many small businesses trust us as their IT partner.

What You’ll Be Doing:

As a Service Desk Analyst – Tier 1 (Weekend) , you will be a key member of our Service Team, responsible for providing weekend support for our customer user support requests, investigating incidents, and providing troubleshooting expertise to resolve issues as they arise. You will be managing email queues, assigned tickets and potentially calling clients. Our fast-paced and demanding environment provides an excellent opportunity to gain valuable experience with a variety of information technologies.

Schedule & Location:

Saturday to Tuesday, 7am – 6pm, with 3 days off a week.

Saturday & Sunday, you will be working from home, and Monday & Tuesday in the Edmonton office (10109 106 St, Edmonton, AB).

What You’ll Be Working On:

Provide 1st level IT support and problem resolution to customers onsite and through remote technical support.
Maintain and troubleshoot user desktops, peripherals, mobile devices, printers, and networking hardware.
Prioritize, manage, and resolve end-user incidents, service requests, and other day-to-day tasks.
Log all incidents and end-user requests and resolve or escalat to a senior technician.
Manage ticket queues effectively, including phone calls and emails, ensuring timely escalation of issues as needed.
Participate in an on-call work schedule to provide support outside of regular business hours.
Employee flexibility is required to meet the demands of the business.

What We’re Looking For:

Post-secondary education in Information Technology (preferred but not required).
2 years of PC hardware/software support experience.
1 year of experience with networking, servers, and telecom support.
Strong customer service, communication (verbal and written), and team collaboration skills.
PC hardware setup and repairs.
Remote access troubleshooting.
Print server management.
Windows, Microsoft Office, and common desktop applications.
Active Directory, VPN, storage, and backup technologies.
A+ and ITIL certifications.
Experience with VMWare, Exchange, SQL (preferred but not required).
N+ certification (preferred but not required).

Additional Requirements:

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Physical Requirements (include but are not limited to):